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NN44400-114 Contact Center Agent Desktop 2 December 2010 3
Contents
New in this release 7
Features 7
Improved user interface 7
Multiplicity 7
New contact types 8
Agent statistics 8
E-mail editor improvements 8
E-mail auto suggest 9
New usage modes 9
Web communications improvements 10
Other changes 10
Windows 7 support 10
Introduction 11
Agent Desktop User Interface 13
Work item paradigm 14
Top bar 14
Work list window 15
Action bar 16
User preferences 17
Using your Agent Desktop 19
Installing the Agent Desktop 19
Starting the Agent Desktop 20
Creating a shortcut to the Agent Desktop 21
Logging on to Agent Desktop when using a desktop phone 21
Logging on to Agent Desktop when using the softphone 22
Logging on to Agent Desktop of a SIP-enabled contact center 23
Changing your password 24
Muting and unmuting when using the softphone 25
Changing the audio settings for softphone 25
Configuring the audio devices for softphone 26
Changing your status to Ready 26
Changing your status to Not Ready 27
Accessing online help 27
Logging off from Agent Desktop 28
Telephony 29
Accepting a call 30
Declining a call 31
Entering an activity code 31
Placing a call on hold 32
Releasing a call on hold 32
Transferring a call 33